MultiHome Integrated Home Renovation Service in Plovdiv Region, Bulgaria
Discover how the MultiHome Project in Plovdiv is revolutionizing housing renovations by leveraging real homeowner experiences, uncovering critical challenges, and paving the way for a more seamless, customer-centered approach.
Illustration : Energy Agency of Plovdiv
Capitalising on the homeowners’ perspective on the renovation process
Understanding Homeowner perspectives
The MultiHome project, led by the Energy Agency of Plovdiv (EAP) in the Plovdiv Region of Bulgaria, aims to establish collaboration between public authorities, businesses, financial institutions, and citizens to create an integrated customer-centered housing renovation service.
Homeowners play a crucial role in the renovation process, and their perspective is essential for designing customer-centered renovation services. The project engages “lead users”, homeowners who have completed the renovation process and are willing to share their experiences.
By directly engaging with homeowners, the MultiHome team gained valuable insights into the benefits and challenges of the renovation process, which will guide the development of customer-centered services and consultations.
Struggles with Legal and Administrative Bureaucracy
During special sessions for lead users in three districts of Plovdiv City, the MultiHome team met with individual homeowners, representatives of homeowners’ associations, professional building managers, and citizens benefiting from the National Renovation Programme.
The lead users highlighted the challenges of obtaining consent from all homeowners in a multi-family residential building. These challenges include personal differences, skepticism, bias, lack of trust, and administrative or technical issues.
They also shared their struggles with legal and administrative bureaucracy to gather necessary documentation and compete for public funding. Additionally, they pointed out the reluctance of neighbors to commit to funding renovation without the guarantee of full public grant, as well as concerns for energy-poor households and vulnerable customers.
Importance of Ongoing Support
The lead users emphasized the need for the MultiHome Service to provide ongoing support, including information, advice, coordination, and assistance with public and private institutions. They pointed out the importance of real-life communication with experienced energy experts and the availability of a one-stop-shop structure for housing renovation projects.
To establish a lasting cooperation model and support market-driven business models for the Renovation Wave, MultiHome will continue to gather and capture real-life stories from homeowners regardless of public funding availability.
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